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RETURN POLICY

1. Return of Goods of Satisfactory Quality

Timeframes

  • Physical store — 14 days from the date of purchase (the day of purchase is not counted)

  • Online store — 14 days from the date of receiving the goods

  • The seller may set a longer return period, but not a shorter one

 

Conditions

A return is accepted only if all of the following conditions are met simultaneously:

  • The goods have not been used

  • The original appearance is preserved, including seals and tags

  • The original packaging is intact

  • Proof of purchase is available: receipt, invoice, e-receipt, or QR code

 

If the receipt is lost, the customer may request a copy. The store is required to retain sales records for 3 years.

 

Grounds for Return

The customer has the right to return or exchange goods if they are not suitable in terms of shape, dimensions, style, colour, size, or for any other reason that prevents their use for the intended purpose. For remote purchases (online), the customer is not required to explain the reason for the return.

 

2. Refund

  • Refund period — no later than 30 days from the date the seller receives the goods

  • In case of delay — a penalty of 1% of the goods value for each day of delay

  • Refund method — bank transfer to the customer's account

 

For remote purchases, the customer has the right to withhold the goods until the refund is received. If the seller does not collect the goods within 60 days of the contract cancellation, ownership transfers to the customer at no charge.

 

Shipping Costs for Returns

  • Customer-initiated return (physical store) — shipping costs are borne by the customer

  • Remote purchase (online) — shipping costs are borne by the seller

  • Return of defective or faulty goods — all costs are borne by the seller

 

3. Return of Defective Goods

Customer Rights Upon Discovery of a Defect

  • Free repair

  • Replacement with an identical defect-free item

  • Price reduction

  • Cancellation of the contract and full refund

 

Timeframes

  • The warranty period is specified by the manufacturer in the product passport or on the label

  • If no warranty period is set — the customer may file a claim within 2 years of purchase

  • Diagnostics are carried out by an authorised service centre at the seller's expense

 

The seller is not liable for defects arising from the customer's violation of the usage or storage instructions.

 

4. Non-Returnable Goods

In accordance with the Resolution of the Cabinet of Ministers of Ukraine dated 19.03.1994 No. 172, the following goods are not subject to return or exchange:

 

  • Food products, medicines and pharmaceutical preparations

  • Personal hygiene items

  • Perfumery and cosmetic products

  • Foundation garments (bras, corsets, girdles, etc.)

  • Hosiery

  • Fabrics sold by the metre

  • Cables, linoleum, carpet — sold by the metre

  • Furniture (except complete sets)

  • Jewellery made of precious metals and gemstones

  • Natural and synthetic hair wigs

  • Baby products (nappies, dummies, feeding bottles, etc.)

  • Manicure and pedicure tools (scissors, nail files, etc.)

  • Pre-recorded audio and video cassettes and discs

  • Building materials, glass, and timber — cut to the customer's specified dimensions

  • Goods manufactured to a custom order

 

Digital products (software, files) are also non-returnable if they were delivered electronically with the customer's consent before the expiry of the 14-day period.

 

5. Return Procedure

Physical Store

  • Bring the goods, original packaging, and receipt to the seller

  • If paid by card — bring the same payment card

  • Sign the return request and goods handover act

  • Keep your copy of the documents

 

Online Store

  • Notify the seller of your intention to return (email or phone)

  • Receive confirmation and the return address from the seller

  • Send the goods via a delivery service

  • Await confirmation of receipt and refund

 

Required Documents

  • Passport or other valid identity document

  • Proof of purchase (receipt, invoice, e-receipt)

  • Warranty card (when returning defective goods)

  • Payment card (if the purchase was made by card)

 

 

Legal basis: Law of Ukraine «On Consumer Rights Protection» (Articles 9, 12, 13) | Resolution of the Cabinet of Ministers No. 172 dated 19.03.1994 | Resolution of the Cabinet of Ministers No. 1243 dated 01.11.2024 | Civil Code of Ukraine (Articles 708–709)

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